The Effect Of Digital Service Transformation And Service Quality On Customer Satisfaction At Pt Pln (Persero) Distribution Main Unit Of South Sumatra, Jambi And Bengkulu
Keywords:
Digital Service Transformation, Service Quality, Customer SatisfactionAbstract
This research was conducted with the aim of determining the influence of digital service transformation and service quality on customer satisfaction at PT PLN (Persero) Distribution Main Unit of South Sumatra, Jambi and Bengkulu. The population in this study is all customers of PT PLN (Persero) Main Distribution Unit in South Sumatra, Jambi and Bengkulu who have used the PLN Mobile application. The sample used in this study was 100 respondents using the slovin formula. The results of the analysis show that digital service transformation and service quality have a positive and significant effect on customer satisfaction. Digital service transformation is expected to need to be improved in terms of quality and speed in the use of applications. The PLN Mobile application needs to be evaluated both in terms of appearance, ease of use, and application capacity, which is considered by customers to be quite large to take up smartphone memory capacity. The quality of service, PT PLN (Persero) is expected to be able to improve in terms of speed in responding to needs, complaints and problems that occur including power damage, blackout information, disasters.
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Copyright (c) 2025 Ozzy Ramadhana, Marlina Widiyanti, Aslamia Rosa, Ahmad Maulana
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